About DevRev
At DevRev, we're building the future of work with Computer – your AI teammate. Unlike traditional tools, Computer unifies all your data sources, tools, and workflows into a single AI-ready platform, giving employees real-time insights, proactive suggestions, and powerful agentic actions. It extends your existing software with AI-native apps and agents that work alongside your teams and customers – updating workflows, coordinating across teams, and eliminating repetitive work. We call this Team Intelligence: human-AI collaboration that breaks down silos, brings people back together, and frees you to solve bigger problems. Backed by Khosla Ventures and Mayfield with $150M+ raised, DevRev is trusted by global companies across industries.
About the Role
We are seeking a Hypercare Specialist with hands-on experience supporting customers during critical phases of customer onboarding, post-deployment stabilization, and AI rollout cycles. In this role, you will operate at the intersection of support, engineering, customer success and product, working closely with cross-functional teams to ensure a seamless and high-quality experience for early adopters and enterprise clients.
You should bring a strong technical foundation in Typescript, Python, SQL, and API testing, and a deep understanding of observability, code best practices, and sprint delivery. You’ll actively investigate and troubleshoot issues, drive resolutions, and ensure accountability across functions during hypercare sprints.
Key Responsibilities
- Act as the technical front line during hypercare periods, ensuring timely triage, resolution, and communication of issues raised by customer
- Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets
- Participating in daily, weekly and monthly calls with client to ensure smooth onboarding of the platform
- Setting up measurable KPIs around clients satisfaction and platform onboarding
- Setting up weekly KPI cadence calls and sharing updates with the client about the prioritisation process. Help in triaging and resolving critical BUGS, features and custom request reported by customers
- Coordinate with different cross-functional teams to ensure timely closure on issues reported by clients. Highlighting trends and pain points highlighted by the client and roll out a prioritisation plan
- The hypercare specialist needs to ensure that all the prerequisites are checked before starting hypercare and flag any requirements before kick-starting hypercare
- Investigate and resolve issues using APIs, Postman, Datadog, native logs, Cursor, and internal tooling.
- Contribute to and manage hypercare sprints, including prioritization, planning, and stakeholder updates.
- Analyze and debug Typescript and Python code, GoLang, SQL queries, and system integrations to support fast issue resolution.
- Create clear technical documentation, RCA reports, and knowledge base articles to scale learning and reduce repeat incidents.
- Advocate for continuous improvement of prioritisation and Agent AI performance based on hypercare insights and user feedback.
Required Skills
- Master’s or Bachelor's degree in Computer Science or related field/equivalent practical experience
- Good logical thinking and problem solving mindset
- Proficiency in Typescript, Python,SQL,GoLang for debugging, investigation, and lightweight patching.
- Strong knowledge of API ecosystems, including hands-on experience with Postman, API specs, and payload validation.
- Experience with Datadog, native logging tools, and debugging across distributed systems.
- Familiarity with Cursor or similar investigation tools for live or near-real-time monitoring.
- Comfortable with GitHub workflows, including branching, PR reviews, and GitHub best practices.
- Strong testing mindset, with experience in writing and executing test cases and verifying hotfixes in production-like environments.
- Experience in sprint management, stakeholder communication, and working cross-functionally with engineering and product teams.
Nice-to-Have
- Prior experience supporting or working on Agentic AI systems, LLMs, or AI copilots.
- Familiarity with CI/CD workflows and build tools.
- Exposure to customer support systems and experience collaborating with support/customer success teams.
- Ability to generate actionable insights from logs and telemetry data.
What You’ll Gain
- A high-impact role working directly on critical AI rollouts and enterprise customer experiences.
- The opportunity to shape hypercare frameworks and best practices in a fast-scaling AI environment.
- Work with a team of engineers, PMs, and AI specialists at the forefront of support automation.
- Competitive compensation, a collaborative team culture, and continuous learning opportunities.
DevRev is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.